Important Fajar Secondary school exam paper Flashcards
Why is it important to cross present merchandise ?
To encourage customers to buy more.
What is the term “hospitality” ?
Hospitality refers to the warm and friendly way in which a host receives his guests.
What is store lay out ?
Divide the store floor space carefully into different areas of categories. Each area selling a specific range of products.
What is store design ?
Based on the theme.
This makes the festival a joyous one.
What is the purpose of promotion ?
To influence the attitudes and behaviour of target customers so that they will buy the products
What are some promotion techniques ?
Sales promotion,public relations,personal selling and direct marketing
What are some pricing techniques ?
Odd-even pricing,product-bundle,optional-product pricing and promotional pricing
What is postal survey ?
Sending catalogues of products by post and getting the respondents to answer a few questions based on the pictures shown on the catalogues.
What is observation ?
To find out which brands of products are commonly bought by customers.
Name some front-of-the-house job.
Valet/Bellhop/receptionist/conceirge
Name some back-of-the-house job.
Chambermaid/security officer/human resource manager/chef
Name some of the internal communication.
housekeeping staff/security officer
Name some of the external communication.
hotel guests/taxi drivers.
What is customer service ?
Customer service is what business do for their customers so that they will be happy and satisfied.
What are the three factors to consider when choosing a location ?
The volume of human traffic
Are there competitors
Whether is it centrally located
Explain the purpose of promotion.
To influence the attitudes and behavior of target customers so that they will buy the products.
The three factors that must be considered when planing itineraries.
Timing
Routing
Suppliers
Three pieces of information I will need from the customers before planning the itineraries for them.
Time of arrival
Attractions t visit
Number of days for the tour
What is communication ?
A process by which a (sender) conveys a message to another person (receiver)
What are the examples of Internal communication ?
Security officer
House keeping staff
What are the examples of external communication ?
Taxi drivers
Hotel guests
Describe three ways to communicate with hotel guests.
Maintain eyes contact
Nod the need to acknowledge what they said
Ask questions or take down notes
Some benefits of providing good customer service to customers.
Give good image of the business
Make customers happy and satisfied
Encourage customers to return
